Aurora and Spanlink team up to develop a high-speed alternative to screen pop applications based on caller's telephone number.MINNEAPOLIS--(BUSINESS WIRE)--June 19, 1997-- CTI-based Call Routing features to be enhanced in Spanlink's ExtraAgent(TM) for Call Center Software Spanlink Communications, Inc. (Nasdaq SmallCap Market: SPLK) and Aurora Aurora, cities, United States Aurora (ərôr`ə, ô–). 1 City (1990 pop. 222,103), Adams and Arapahoe counties, N central Colo., a growing suburb on the east side of Denver; inc. 1903. Systems, Inc., Acton, Massachusetts Acton is a suburban town in Middlesex County, Massachusetts, United States about twenty-one miles west-northwest of Boston along Route 2 west of Concord and about eleven miles (18 km) southwest of Lowell. The population was 20,331 at the 2000 census. , today announced they have signed a contract to jointly develop a new release of Spanlink's ExtraAgent(TM) for Call Center software package to integrate with a new release of Aurora's FastCall(R). When the products are implemented together, the new ExtraAgent product will perform database call routing and "screen pops" based on much more than just the caller's telephone number. ExtraAgent is a configurable software package for call centers that provides more efficient call handling, whether callers want to "Talk to a Real Person" or prefer automated au·to·mate v. au·to·mat·ed, au·to·mat·ing, au·to·mates v.tr. 1. To convert to automatic operation: automate a factory. 2. services. FastCall is a middleware Software that functions as a conversion or translation layer. It is also a consolidator and integrator. Custom-programmed middleware solutions have been developed for decades to enable one application to communicate with another that either runs on a different platform or comes from a package for screen pop applications that initiates a screen pop at an agent's desktop. The new ExtraAgent application, scheduled for general release in the summer of 1997, is designed to improve screen pop hit rates by utilizing information other than the caller's telephone number (also known as Automatic Number Identification or ANI), such as data collected from the caller or stored in a database. "What makes this solution unique is that it can double ANI hit rates without sacrificing the speed of the screen pop or the ease of implementation that is inherent to Aurora's FastCall product," said Brett Shockley, Spanlink founder and CEO (1) (Chief Executive Officer) The highest individual in command of an organization. Typically the president of the company, the CEO reports to the Chairman of the Board. . "In addition, installations will be fast and easy because both FastCall and ExtraAgent are entirely pre-packaged. Other digital integration solutions typically require substantial customization, driving up costs and delaying installation." "Spanlink's ExtraAgent will provide powerful call prompting and database enhancements so FastCall can deliver screen pop hit rates that approach 70% to 80%," said Paul Gasparro, CEO of Aurora Systems. "Our customers will see extraordinary returns in agent time savings and cost savings when they implement this solution." The agreement also calls for Spanlink to resell re·sell tr.v. re·sold , re·sell·ing, re·sells 1. To sell again. 2. To sell (a product or service) to the public or to an end user, especially as an authorized dealer. Aurora FastCall as part of their complete call center offering. Spanlink will sell the ExtraAgent enhancement as well as provide professional services (job) professional services - A department of a supplier providing consultancy and programming manpower for the supplier's products. for FastCall, including installation, application start-up and support. "Aurora is leading the market in installations for screen pop solutions," added Brett Shockley. "Our alliance with them broadens Spanlink's exposure to the call center market and provides us with an opportunity to distribute ExtraAgent through many new channels." Customers who want more information can call Spanlink at (800) 452-8349. On the World Wide Web, Spanlink can be found at http://www.spanlink.com. Aurora Systems is a leading provider of off-the-shelf CTI (Computer Telephone Integration) Combining data with voice systems in order to enhance telephone services. For example, automatic number identification (ANI) allows a caller's records to be retrieved from the database while the call is routed to the appropriate party. products. Aurora is dedicated to providing easy-to-use and affordable CTI solutions that enable companies to significantly increase productivity and enhance customer service. The FastCall family has become the most widely accepted CTI solution among manufacturers and users of telecommunications Communicating information, including data, text, pictures, voice and video over long distance. See communications. products. Spanlink designs, develops and markets Computer Telephone Integration and Interactive Voice Response software and services that effectively and efficiently link business computer systems, telecommunications systems and the Internet. CONTACT: Kristen Jacobsen Spanlink Communications (612) 735-7548 (home office) (612) 971-2147 (voice mail) kristen.jacobsen@spanlink.com or Charlene Cloney Gray & Rice Public Relations public relations, activities and policies used to create public interest in a person, idea, product, institution, or business establishment. By its nature, public relations is devoted to serving particular interests by presenting them to the public in the most Representing Aurora Systems (617) 350-5100 |
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